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Troubleshooting Voice Connector Issues
Check common issues as you troubleshoot voice connector issues.
Required Editions
| Available in: Lightning Experience |
Available in Einstein Conversation Insights, which is available in Enterprise, Performance, and Unlimited Editions Available for an extra cost in Enterprise Edition for use with more than 10 users |
| Available with Enablement, which is available for an additional cost in: Enterprise, Performance, and Unlimited Editions |
For a full list of considerations related to Einstein Conversation Insights, see the Salesforce Help.
Feature Enablement and Access Issues
- Verify that the voice connector is enabled in the Voice Connector app and in the Einstein Conversation Insights page in Setup.
- Verify that the Voice Connector Permission and Conversation Insights Integration User are assigned to the Voice Connector Guest User.
- Verify that the Salesforce site is active. You can check that the site exists and is active in the Sites page in Setup.
- Verify that the named credentials are properly authenticated. You can check this from the Named Credentials page in Setup. Check that the Authentication Status field is Authenticated and that the scope is accurate.
- Verify that the Auth. Provider settings are correct. You can check this from the Auth.
Providers page in Setup. For Dialpad and RingCentral, make sure the Provider Type is Open ID
Connect and these checkboxes are selected.
- Send Access Token in Header
- Include Consumer Secret in SOAP API Responses
- Send client credentials in the header
- To edit voice call records, Sales Dialer or Salesforce Voice permissions are required. This includes the Dialer Outbound permission set for Sales Dialer, or the Salesforce Voice Contact Center Rep or Salesforce Voice Contact Center Admin permission sets for Salesforce Voice.
VCCall Issues
If the VCCalls aren’t being assigned to a user, verify instructions above for user matching, using the Salesforce user profile compared to the data received from each phone call.
If you’re still encountering VCCall issues, check the VCLog. You can view the log from a VCCall record, under the Related tab, under VCLog. Look for useful debugging information there.
Error Handling
If users aren’t seeing their calls in Salesforce, you can use the Error Handling tab to identify and try to reprocess the call.
From the Voice Connector app, select the Error Handling tab to access the page. It’s possible to retrieve a list of voice calls by the user within a certain date or retrieve individual calls by the ID.
ECI automatically tries to process calls that weren’t initially processed successfully. For calls created more than a day ago, use the Error Handling tab to retry processing.
